Customer success and the role of community - Interview with Elaine Richards of 37signals

Today’s interview is with Elaine Richards, who is the COO of 37signals, the makers of Basecamp and HEY. She joined 37signals in 2021 and joins me today to talk about customer service and customer experience in small to mid-market companies, customer success and the role of community, leadership and remote work and their EoS (everyone on support) initiative amongst other things including satnavs and legendary sandwich shops around the world. Read the show the interview highlights here. This interview follows on from my recent interview – Even CX champions are struggling to keep up with rising customer expectations – Interview with Adrian McDermott of Zendesk – and is number 450 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at Calendly for sponsoring my podcast this month. Calendly makes scheduling meetings easy and efficient, eliminating the hassle of back-and-forth emails so you can get back to work. Used by everyone from small businesses to Fortune 100 companies, over ten million people around the world rely on Calendly to close deals, build better relationships with their customers, drive customer success, and grow their businesses — faster. Find out more about Calendly here.